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London Midland

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Performance and customer satisfaction

find out how we're performing

We run more than 420,000 trains every year; working closely with Network Rail and other operators our aim is to get more trains running on time more often. 

Every train is monitored every minute, every day; here you can find details of our performance compared to what we promised in the timetable. We publish our results every 4 weeks as a whole network, and by region. 

Customer satisfaction

50,000 UK passengers are consulted twice a year by independent research company, Transport Focus.  A cross section of commuters, business and leisure customers are proportionally represented across our network to determine customer satisfaction amongst London Midland travellers.

Punctuality, getting a seat along with price are key determinants of value for money and we are pleased to say we have improved year-on-year in all of these areas and more, in fact beating the national average.

Better still, overall customer satisfaction was 85% now higher than the average scores for the whole of the rail industry (81% national average).

We know we’ve got more work to do, to keep these numbers improving, but we’re pleased that you're feeling the benefits of our Travel Made Simple  programme – focused on making things better for our customers.

See the latest (Spring 2017)  results of every UK train operator here.

Train performance

You can view our Train performance for the last year here

We run more than 420,000 trains every year; working closely with Network Rail and other operators our aim is to get more trains running on time more often. 

Every train is monitored every minute, every day; here you can find details of our performance compared to what we promised in the timetable. We publish our results every 4 weeks as a whole network, and by region.